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Business professionals face all kinds of challenges, including at times managing unhappy clients or customers. Although dealing with a difficult caller can make your day less than stellar, it’s important to listen to the caller’s complaints. To deal effectively with a caller who is angry or upset, you must work to keep your own emotions in check. Maintaining your composure can help diffuse the caller's frustration and move you both toward a solution to the problem.

1.

Remain silent if a caller seems frustrated or upset. Avoid taking what the caller says personally and don’t interrupt her while she is talking. Instead, allow her the opportunity to vent. When the caller gives you a chance to speak, offer positive comments that will keep her listening to what you have to say.

2.

Listen carefully to the caller’s explanation of the problem and take notes. Apologize for any inconvenience the situation has caused. Remain objective and repeat the information he has given you. Paraphrasing the caller's concerns helps to ensure you understand what he is saying. Convey interest when you speak to show the caller you are on his side.

3.

Strive to come across in a friendly, sincere and courteous manner. Imagine yourself in the caller’s shoes. Talk in a calm, low voice, telling the caller that you understand her concerns. Be empathetic and let the person know you want to help.

4.

Inform the caller from the start that you will be asking him questions that will provide you with information you need to resolve the issue. Express your gratitude in advance for any information the caller can give you.

5.

Ask open-ended questions. An open-ended question is often posed as a statement that requires a response and encourages the caller to share what she knows about the situation. Although open-ended questions help build rapport with the caller, in some cases, you may have to ask questions that require a simple, one-word answer such as "yes" or "no." Ask close-ended questions when you need to verify the facts.

6.

Describe what actions you can take to resolve the situation and then follow through. If the caller isn’t satisfied with the first solution you offer, suggest more than one alternative. Allow the caller to share some control of the situation by asking what solution he thinks might work best.

7.

Give the caller your name and contact information so she can contact you again if things don’t work out. Likewise, ask what is the best way for you to reestablish contact with the caller after the problem has been resolved. Explain that you intend to follow up to ensure the caller is satisfied with the outcome.

About the Author

Amber Keefer has more than 25 years of experience working in the fields of human services and health care administration. Writing professionally since 1997, she has written articles covering business and finance, health, fitness, parenting and senior living issues for both print and online publications. Keefer holds a B.A. from Bloomsburg University of Pennsylvania and an M.B.A. in health care management from Baker College.

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Keefer, Amber. "How to Deal With Difficult Callers in a Business." Small Business - Chron.com, http://smallbusiness.chron.com/deal-difficult-callers-business-51148.html. Accessed 15 September 2019.

Keefer, Amber. (n.d.). How to Deal With Difficult Callers in a Business. Small Business - Chron.com. Retrieved from http://smallbusiness.chron.com/deal-difficult-callers-business-51148.html

Keefer, Amber. "How to Deal With Difficult Callers in a Business" accessed September 15, 2019. http://smallbusiness.chron.com/deal-difficult-callers-business-51148.html

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